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Support Team LeadBidPal

THIS JOB HAS EXPIRED

Position Summary
The Support Team Lead plays a leadership role on a team that provides quality product support services to all of BidPal?s departments and users. The Support Team Lead will participate in Support Analysts job functions, but will also act as a secondary supervisor and assist management in the daily operation of the department. Candidates will be based in Indianapolis, Indiana.

Job Functions

Assist in providing daily direction, performance feedback, and coaching to Support Analysts
Provide technical leadership to both team members and customers.
Work with management to insure Support has the appropriate training and resources to perform its job.
Work with management to insure that projects and issues are being assigned and addressed efficiently and effectively.
Work with Product Ownership and management to establish a long-term support plan for all BidPal products and services.
Assist in the development of team procedures and tools; analysis of technical issues and team performance; coordination in project execution; and implementation of schedule and training programs.
Act as the central point of contact for support cases and perform general troubleshooting practices (case prioritization, case escalations, use of knowledge bases, support tools)
Research solutions to reported issues and establish a solution (or workaround for immediate remedy).
Report software defects and provide steps to reproduce to the software development team.
Work with software development and engineering to validate solutions.
Enhance and maintain company knowledge base to allow other team members to self-diagnose recurring issues.
Communicate the backlog of unresolved issues to management for prioritization and planning.
Send notifications to other teams when popular issues have been resolved.
Qualifications:
Education Requirements: B.S. in Computer Science, Computer Technology, Informatics, MIS or related field required.

Other Requirements:

5+ years experience working in a technical support environment and at least 3 years in a leadership role.
Ability to develop and motivate a team.
Ability to commit to a non-traditional work schedule, including on-call and weekend coverage. Saturday is a business day in technical support.
Capable of adjusting to a changing workload and handling multiple tasks simultaneously.
Experience writing SQL queries and interpreting application logs.
Very strong written and oral skills.
Self-motivated and positive work mentality.
Customer-focused with strong interpersonal skills.
Preferred: